Gorgeous Oceanview Modern Villa at Villa La Valencia overlooking Sea of Cortez

Hi Heidi, I am sorry about the view. I hope everyone was able to enjoy the amenities, restaurants and pool. I will reach out to you. Thank you for choosing the property.

Lack in communication of guest’s expectations contributed to the review. Apologize the vacation was not satisfactory. Photos of the room were available in the property listing, including the floor layout. I did not mislead guests who viewed the property. I reached out to the guest the same day the reservation was booked on Dec 4th, to ask if there were any questions so they could be answered. Nothing was shared by the guest of any expectations. Next day, the guest asked about transportation and spa to which information was sent same day. When registration letter was sent to the guest on the 16th, I was notified of a name change. Again, I responded the same day notifying them the change was made and asked for confirmation that the updated reservation was received. Did not get any notification from the guest so reached out again on the 20th to verify, still no response. The day of arrival is when I learned of the guest’s expectations of ocean front and specific floor layout. Again, the floor plan shows the lock-off unit which is available in the property listing. Guest wanted all bedrooms in one unit. For that type of room, a penthouse would have been needed. Had it been shared initially, I could have tried to check availability. I reached out to the front desk next day to which they assured me the guest did have an ocean view. They were going to try to see what they could do to help. Given it was Christmas and extremely busy time of year, it was going to be difficult. To help me better understand the guest’s expectations, requested a link/photos be sent as an example to help me push the front desk. The link received was of a different resort in the same group of hotels. Given the one photo shared with me, it became clear it was ocean front that was desired. Had all expectations been shared up front, it would have helped immensely! The pool, food, and spa items were not shared with me until after the guest completed their stay. Also, as for the pool, guests are expected to follow protocols of the property. Again, apologize the stay was not satisfactory. This has been a learning experience